...Hansol Hwang; Won-Moo Hur; Yuhyung Shin Purpose This study examines the effects of customer incivility on emotional labor through customer orientation and the moderating effects of conflict with supervisors or coworkers. This relationship can be explained using the transactional model of stress...

...Fang Xie; Xufan Zhang; Jing Ye; Lulu Zhou; Wenjian Zhang; Feng Tian Purpose Based on the resource conservation theory, this research paper aims to evaluate the positive impact of customer orientation on frontline employees' emotional exhaustion and the moderating effects of customer incivility...

...Xin Zhao; Na Fu; Xiaoning Liang The findings indicate that team leader customer orientation increases team customer orientation climate, which leads to a higher level of customer satisfaction. Leaders' transformational leadership moderates the link between a leader customer orientation and team...

... variable centering and used the fractional number and the product as the predictor variable, moderator, and interaction effects after centering. The relationships between extraversion and customer orientation and service performance mediated by work vigor in that the indirect relationships...

...Won-Moo Hur; Tae Won Moon; Su-Jin Han Purpose – The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their emotional exhaustion at work, and in turn, damages customer orientations...

... and Henson, 1996 ; Snipes et al., 2006). Third, the firm's service climate in general influences customer‐oriented behaviour (Pimpakorn and Patterson, 2010), but male and female frontline service employees also react differently to work environments and job characteristics. For example, women...

... Publishing Limited 2011 Customer orientation Empowerment Elderly people Health care Community care The inaugural quality assurance work of Donabedian (1980) identified the importance of the interpersonal process in the delivery of healthcare, with the emerging theory fundamental...

... of each of these models can be summarised as follows: © Emerald Group Publishing Limited 2010 Rail transport Switzerland Value chain Customer orientation Critical success factors Service delivery Customers of public‐transport systems have traditionally been considered as passive...

... of resource interactions in customer experience formation. © Emerald Group Publishing Limited 2010 Customer orientation Social interaction Restaurants Sweden Customer services quality Corporate strategy Every company must find ways to keep and attract new customers and at the same time...

... for SMEs in the highly competitive tourism industry. Hospitality management Market orientation Tourism management Service delivery Customer orientation Small to medium‐sized enterprises Tourism is a service‐intensive industry that is dependent on the quality of customers' service...

...Chi‐Kuang Chen; Chang‐Hsi Yu; Shiow‐Jiuan Yang; Hsiu‐Chen Chang This paper develops a customer‐oriented service model for the public sector. Although customer‐oriented service models have become popular since 1980, most studies have been restricted to the private sector. In addition, they have...

... reference, and make it easily accessible to customers so they can quickly get the precise information they need to get a result. Corporate strategy Market share Customer orientation Customer‐minded enterprises try proactively to create new wealth. They grow new markets through concept...

...Alison M. Dean Studies on call centres suggest that there is a focus on efficiency at the expense of effectiveness, where effectiveness is indicated by characteristics such as customer orientation, service priorities and quality. It therefore appears that customers will expect and experience low...

... differentiation can add considerable value for customers and enhanced profitability for the company (Gattorna and Walters, 1996). Customer orientation Service quality Intranets Customers Suppliers At the turn of the century companies are finding it increasingly important to respond both...

... fail to develop the customer‐oriented culture essential to sustaining long‐term quality development (Howe et al., 1993). These issues have been the subject of research at the University of Liverpool examining the quality culture change agents, and this paper describes the findings from...

... quality Customer orientation Tourism Process management Tourism‐related offerings are complex products, as they have an extended structure in both space and time. For example, visitors to a destination encounter a stream of suppliers, such as transport, accommodation providers, foodservice...

... for quality investment and those which need to be “cemented” or internalised (things we do well and make customers happy). This objective is common to almost all CFSs. © MCB UP Limited 2000 Learning Customer satisfaction Service quality Customer orientation The key objective of a good...

.... (6) computing network system; 7. (7) mechanical project workshop; and 8. (8) laboratory exercises. Table I lists the service quality dimensions identified in the critical incident interviews. © MCB UP Limited 2000 Customer orientation Hoshin kanri House of quality...

... employees, these employees are better able to provide top quality products and services to their external customers. © MCB UP Limited 2000 Organizational effectiveness Service quality Internal efficiency Customer orientation This paper focuses on the identification of internal performance...

... phase where identified key‐attributes are evaluated and designed (see Figure 1). The purpose of the four phases and the inherent methods is to achieve a systematic and customer oriented approach to the development of key course attributes and, in its turn, the final course concept. In the pre‐study...